Customer Experience & Technical Support Lead

Ideatek; Wichita (KS); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Bonus potential

Full benefits

Internet service reimbursement

Tuition reimbursement

Community engagement

Culture of integrity

Job summary

IdeaTek is a cutting-edge telecommunications company bringing fast, reliable internet to underserved communities. We’re a team of innovators who value collaboration, growth, and community involvement.

As Customer Experience & Technical Support Manager, you’ll lead the teams that serve as the primary voice and face of IdeaTek, shaping strategy, improving processes, and ensuring high‑quality support and technical troubleshooting.

Qualifications

• 3+ years of leadership experience in customer service or technical support.
• Proven ability to manage both customer-facing and technical workflows.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and mentor teams in Customer Experience and Internet Support.
• Foster a supportive environment delivering prompt, friendly technical and account support.
• Set strategy to optimize support workflows and customer satisfaction.
• Analyze team data and call metrics to guide improvements.
• Escalation point for complex technical and billing issues.
• Collaborate with technical, network, and operations teams.
• Demonstrate leadership, empathy, and professional communication daily.

Skills

Leadership

Customer Service

Technical Troubleshooting

Analytics

Communication

Education

Bachelor's degree

Job description

IdeaTek is a cutting-edge telecommunications company bringing fast, reliable internet to underserved communities. We’re a team of innovators who value collaboration, growth, and community involvement.

As Customer Experience & Technical Support Manager, you’ll lead the teams that serve as the primary voice and face of IdeaTek, shaping strategy, improving processes, and ensuring high‑quality support and technical troubleshooting.